Buyer claims to receive empty package

[plutotype]

Hi,

My first post here. Just to inform other sellers, that as ebay seller I recently went through a situation where buyer claimed to allegedly receive empty package ( purchased item was allegedly not inside of the box ).

- after dispatch, I provided the buyer a tracking link, so the buyer could follow the package until delivery.

- immediately after receiving the package, buyer raised a return request at ebay (item not as described). He provided 2 photos of the opened box (matching the one I have posted). Per photos, it looked like "somebody" has taken the purchased item out of the box. The cardboard box was actually not empty as there were remains of the packaging material I have used. Buyer asked me whether I didnt forget to include the purchased item in the box.

- Within an hour I have responded to the return request and in the conversation with the buyer I have confirmed that the item was 100% in the box. I have provided the buyer following docs/photos: certificate of posting with registered weight of the package of 264g, weight of an empty box used for this transaction (60g), weight of the purchased item using amazon website link (168g), proof of delivery from DHL and tracking links. I have asked the buyer to raise a investigation request by DHL to identify the moment where the alleged loss of package weight occured. As there was not reply from the buyer, I have called DHL by myself and they informed me, that recipient must call them and they will instruct him how to raise a investigation request. I provided this information to the buyer.

- Buyer did not reply to any of my messages. Instead, he raised a payment dispute at ebay, which I have denied/disputed and provided all evidence listed above to ebay. I want emphasize that buyer raised his payment dispute only 12 hours after receiving the package. He wanted to get refunded and send the empty package back to the seller. Ebay made a payment reservation to be able to charge the seller in case buyer would win the dispute.

- After 2 weeks, EBAY decided in the favour of the seller (me).

It took me 2-3 hours of work to defend myself. When you dispute an payment dispute raised by an buyer, Ebay asks you to provide all evidence in a single jpg file/1.5MB max. Be aware of that.

Considerations:

- make videos on every package you send or receive ( packing/unpacking process )

- weigh the goods before taking them over from the courier

- insurance - would this adress the above case - package was properly delivered!

What do you think?

Thanks

[bonjourami]

I think taking videos is a waste of time, Ebay will not even look at them,they can be doctored,and doesnt prove anything.The buyer didnt file an item not received, he filed a snad, and thats usually a slam dunk win for the buyer.Its great that you won the case.

[plutotype]

Yes, most probably I have been lucky. But what would make the evidence even stronger for the seller (for the future)?

"Empty box" from ebay perspective:

- buyer may act fraudulently - is trying to keep the delivered item but at the same time wants also a refund ( provides photo of an empty box ... any buyer can do this )

- seller may act fraudulently - intentionally sends an empty package ( may even produce "evidence" )

- seller forgot - forgot to put the item/s into the package - may happen ( package weight is indicator )

- theft during shipping - item is stolen and repackaged by anyone who had access to the package during shipping process ( not buyer´s fault, not seller´s fault ). If the item is not rejected by the buyer prior to delivery (suspiciously light shipment), shipping company will most probably refuse to provide insurance payment, because...item was properly delivered. If no insurance covers the shipment- seller´s must refund or send another item.

[vintagecraze50]

You did your homework on this one and gave ebay a lot of info that helped in this case and they supported you. Good job!

[vintagecraze50 · Accepted solution]

Package weight discrepancy is actually a good way to deal with the allegation of empty box. Evidence from the carrier helps. I think if a seller is truly a scammer and sending empty packages they are not going to further incriminate themselves by doing all the diligence to investigate. Sellers who would do this are usually fly by nights on here then off here because that kind of stuff would kick them off in a heartbeat.